The City does not adjust bills based on toilet leaks unless the customer has a hearing impairment. The customer must present a medical form indicating such impairment along with the Water Service Adjustment Request form before his/her bill will be adjusted for a toilet leak.

If you believe your bill is incorrect, there are a few steps you can take.
First, you can discuss your concerns by calling the DWM Customer Service Call Center at 404-546-0311, Monday – Friday, from 7 AM – 6 PM. The Customer Service Representative will indicate how much you should pay while your dispute is being handled and will tell you approximately when you will be contacted with the results of the investigation.

When you contact us, please be sure to provide the following information:

- Your name (printed)
- Account number
- The address of the property where water and sewer service charges were incurred
- Your mailing address, if it is different from the address where we provide your water and sewer services
- A telephone number where you can be reached between the hours of 8 AM and 5 PM, Monday through Friday
- A brief summary of why you believe the current charges are incorrect, along with any supporting materials or documentation that could help us to resolve the issue

If you are not satisfied with the Department’s response to your dispute or your adjustment request, you can file an appeal to the City of Atlanta Water and Sewer Appeals Board. The Water and Sewer Appeals Board is a group of citizens appointed by the Atlanta City Council to review the DWM’s decisions regarding requests for adjustments to your water bill. You have a right to an appeal only after your bill has gone through the formal dispute process and a decision has been rendered. Your appeal must be filled within 60 days of the Department’s decision. After your Water and Sewer Appeals Board hearing, a written decision will be mailed to you.

Please note: All current charges and any past due amounts that are not in dispute must be paid in order to avoid interruption of water services.

Do not assume your appeal is being processed simply because you discussed it with a Customer Service Representative. You must file a formal appeal. Please remember, you must dispute your bill before you file an appeal of the Department’s decision.

Customer Service (404) 546-0311

We want to hear from you, please use our online form at ATL311.com to submit request online or contact us at 404-546-0311 outside the City limits, or 311 within the City limits 7:00 a.m. - 6:00 p.m. Monday - Friday.